Only 3% of customers say they never read online reviews. The vast majority? They actually actively seek out and consider testimonials when making purchase decisions. However, asking for customers to give reviews can be tricky—not to mention, awkward. In this guide, we’ll show you how to ask for reviews effectively, making it a seamless part of your customer service routine.
The truth is, the reluctance of some customers to leave their opinions isn’t necessarily their fault. Often, it’s a reflection of the way you request customer reviews—does it feel awkward or even demanding? To foster a proactive environment, it’s crucial to encourage customers politely and genuinely.
Why customer reviews matter
There’s power in customer feedback. If not the most, then it’s probably one of the most influential tools in shaping brand perception and customer satisfaction. The truth is, consumers trust online reviews. In fact, one bad review can go viral and sway countless potential buyers. Here are some statistics to back this up:
74%of consumers say word of mouth affects their buying
This stat shows that when people hear about a product or service from someone they trust, it holds far more weight than any ad or marketing campaign. This means that a positive customer experience has the power to add value to a business.
94% of consumers avoid a business after reading a bad review
This stat is a reminder that a negative review creates a ripple effect—you’ve worked so hard to build your reputation but can completely lose it in a snap.
98% of customers occasionally check out online reviews of local businesses
This highlights the importance of encouraging customer feedback and customer testimonials. Your review strategy shouldn’t just be about getting more stars but about building a community of vocal, satisfied customers who provide positive feedback.
But still, there’s a catch. Consumers can smell fake reviews. So, they should be authentic for people to believe them. And if they trust the feedback? It can actually boost your brand’s credibility. Positive reviews paint a picture of reliability, dependability, and quality therefore making 72% trust more.
The dangers of bad customer reviews
As great as positive reviews can be, bad reviews can be equally harmful. Alarmingly, the effect appears to increase exponentially. A single unfavorable review can have the following effects, according to CMG:
- deter nearly a quarter (22%) of prospective buyer
- this effect intensifies dramatically because if you receive three negative reviews, well over half (59.2%) of potential customers may decide to look elsewhere
- and once the number of negative reviews surpasses four, a business could lose up to seven out of every ten prospects
The role of your customer service team in gathering reviews
Apparently, less than half (49%) of happy customers post positive reviews online or share positive experiences on any social media platform. So, knowing that positive reviews greatly impact sales, your CS agents need to step up to increase these statistics.
But why is your CS team most fit for the job? Simple—they’re your frontliners who resolve customer issues, support their requests, and make sure they leave satisfied. Their interactions with customers are often direct human touch points. Would there be anyone better to request a review than someone who has just helped a customer solve a frustrating issue, guided them through a tricky process, or made their day with exceptional service and a quick resolution?
Leveraging reviews on platforms like Google and Facebook can definitely enhance your marketing strategies and drive business growth. However, remember to avoid unethical practices like incentivizing reviews, as this could lead to penalties from these platforms.
Think about this: after a successful exchange, CS agents can slide in a polite request for feedback. It’s when customers are often emotionally engaged—either relieved from a resolved problem or delighted by great service.
But then, this requires your team to ask customer service reviews in a manner that feels natural, not forced.
Timing can be everything: when should you ask customers for reviews?
When we say, that asking for reviews shouldn’t feel forced—nor awkward, we’re talking about timing. Waiting too long or asking too soon? Don’t. Just find the sweet spot along the customer journey. There are many opportunities, and there’s a right time for these.
Right after an inquiry call or support interaction
Following a successful inquiry call or support resolution is an ideal time for asking a customer to leave a review. Why? Because that specific customer is feeling positive after a problem was solved or a question was answered. Encouraging customers to write reviews at this moment can significantly enhance the volume and quality of feedback.
An automated workflow upon successful product delivery (eCommerce)
For eCommerce, setting up an automated follow-up email after a successful order delivery is a given. Consider using a review request email template to encourage customers to leave reviews on your review platform of choice. Capitalize on the fresh excitement of receiving a package.
Post-event or webinar
If you host events, webinars, or live workshops, the end of these engagements is a goldmine for requesting honest and valuable feedback. Why? The energy after an event lasts. Plus, these online customer reviews often go beyond just product feedback—they reflect on your brand’s expertise, your team’s helpfulness, and the value of the experience itself.
After achieving a milestone
Another prime time to ask for a review is after a customer hits a major milestone. For example, this could be when a SaaS user completes a setup process or reaches a significant usage threshold.
Right after a digital purchase
Assuming purchasing went smoothly, the customer feels like he or she is still engaged with the company. He/she’s still excited about their new buy. And this a high point worth tapping into that post-purchase glow.
How to ask for a customer review
Let me tell you straight, asking for reviews isn’t only about when—it’s also about how. Well, the way you present your request can make a difference. That said, here are some best practices on how to get customers to leave reviews.
1. Personalize your request
When asking for a review, personalization is your secret weapon. Review request templates can help optimize customer interactions through various channels, such as SMS messaging and Yelp. Your CRM tool is perfect for this. Use it to pull in relevant customer data—like the product or service they purchased, the date of their transaction, or the support they received.
2. Frame your message based on customer interaction
The tone and content of your ask should align with how the customer interacted with your business. If a customer recently worked with your CS team to resolve an issue, make your message based on that. If it’s about technical support, adjust your outreach as well.
3. Simplicity works—don’t overwhelm your customer
One of the biggest mistakes you can make is making the review process seem too complicated. Your email is too long, or you include too many questions, or you’re including multiple steps. Don’t make leaving reviews a burden. That’s an automatic turn-off. Make it easy and fast, and not an additional hassle for them.
4. Don’t be pushy
A single request may not always get the response you want, and that’s okay. A gentle follow-up can be a polite reminder to those who intended to leave a review but forgot. There’s a fine line between being persistent and being annoying.
5. Use a soft incentive without compromising authenticity
We get it. Offering discounts or rewards in exchange for reviews may sound like “bribery.” But wait! There’s a way to provide incentives without sacrificing genuineness. Instead of a monetary reward, consider offering something of value that still feels genuine—like a chance to be featured on your website or social media, early access to new products, or exclusive content. This approach not only encourages more reviews but also helps build a strong, positive online reputation, by showcasing authentic customer feedback.
6. Use micro-moments to drive reviews
Here’s something most brands miss—there are micro-moments along the customer journey that are easy to overlook but ideal for review requests. These can be as subtle as a customer expressing satisfaction in a live chat, or a positive comment on social media. So, train your reps to spot these opportunities and follow up with a personalized review request ASAP.
How to turn bad reviews into good ones
Every business experiences negative feedback at some point. It’s inevitable. But how you handle such situations makes or breaks your customer relations.
5 examples of when your business might receive negative feedback
- When you over-promised or the product had features that didn’t function as expected.
- When there are shipping delays contrasting your customer’s expected time of arrival (ETA) of your deliveries—especially those without communication.
- When you send a wrong product, be it size, color, or much worse a completely different item.
- When processing refunds. To say the least, this can be a tricky territory. An unclear refund policy is a good reason for customers to feel dissatisfied. But also prompt one can overturn the situation.
- When your app is buggy, slow to load, or full of broken links.
Tips for requesting reviews even when things don’t go perfectly
Are you wondering how you can ask a customer to change their review? Or how to ask customers to remove negative reviews? Well, actually, you shouldn’t. You just show them you’re committed to making things right. Here’s some tips:
- Give your angry customer time to calm down and process his/her feelings.
- As soon as you become aware of a problem, acknowledge it and apologize for any inconvenience.
- If possible, offer a tangible solution or compensation to make things right.
Using negative feedback to show you care
Negative reviews aren’t nice to have, but let’s be honest, they can be powerful tools in their own right. So, don’t ignore them. Rather, use them as an opportunity to demonstrate accountability. And there are two ways to address them: publicly or privately.
- If you go public, you show that you’re not afraid to confront issues head-on. You admit that things go wrong sometimes. By doing so, you publicly show that you care about your customers’ concerns and are committed to fixing issues.
- Taking the conversation into a private channel? It gives you a chance to dig deeper into what went wrong and who knows? It may genuinely improve your product or service.
BONUS: Review request templates
For those looking for guidance on how to ask customers for reviews, examples can be incredibly helpful in illustrating effective methods to request reviews.
After resolving a complaint:
Hi [Customer Name],
We’re sorry for the [issue], but we’re happy we could resolve the matter. Your experience is important to us, so we’d love to hear your thoughts in a Google review. Feedback helps us improve, and it means a lot to us.
[Link to review page]Thank you for trusting us,
[Your Name / Company]After a refund or return:
Hi [Customer Name],
We noticed you recently processed a [return/refund] with us. While we’re sorry that things didn’t work out with your order, we hope the [return/refund] process was smooth. Please let us know how we did. Your feedback helps us improve and ensures we provide new customers with the best service possible.
[Link to review page]Your feedback is valuable to us, and we would greatly appreciate it if you could leave us a review on Google. Google reviews help us enhance our visibility and reputation.
Thank you for your time,
[Your Name / Company]After a shipping error:
Hi [Customer Name],
We’re sorry about the delay with your recent order, and hope everything arrived safely. Rest assured, we’re always working to improve our processes. If you have a moment, we’d appreciate it if you could leave us a review about your experience on our review site.
[Link to review page]Thank you for your understanding,
[Your Name / Company]Turn every customer interaction into a feedback opportunity
Customer reviews are crucial, but asking for them? It isn’t always easy so learn the best timing and the ‘how do you ask a customer for a review’. Done right, gathering reviews not only boosts your brand’s credibility but also strengthens relationships with your customers.
Utilizing review sites like Google My Business, Yelp, and TripAdvisor can further enhance your business reputation by showcasing genuine customer feedback.
But here’s a big takeaway: managing positive customer reviews is also about having a fully trained customer service team. And that’s where the experts come in. Outsource your customer care to LTVplus, where agents are trained in full-cycle managed customer service.
Contact us today to learn how our agents can seamlessly integrate into your customer service strategy.
